Supervisor on Duty

The Florida Panthers•Fort Lauderdale, FL

3d•Onsite

About The Position

The Supervisor on Duty provides front-line supervision of the guest experience journey throughout the building during each scheduled shift, including employee oversight and customer interface. The Supervisor on Duty maintains a strong service orientation in dealing with customers to provide accurate information and receive timely feedback. This position is available to staff members to attend to immediate issues as they arise and communicates as appropriate with Baptist Health IcePlex management team members.

Requirements

Excellent customer service, communication, and problem-solving skills
Strong detail orientation
Solid math and cash handling skills
Working knowledge of computers and Microsoft Office Suite
Ability to handle a fast-paced environment with multiple competing demands
Ability to meet the physical demands of the job, including regular movement throughout the building, answering phones, and creating reports

Nice To Haves

experience with DaySmart or other ice arena-specific software is a plus

Responsibilities

Oversee the general operation of the Baptist Health IcePlex during each shift by regularly walking the building, observing conditions, communicating with customers and employees, and ensuring a consistently high level of customer service
Oversee and support all front desk operations, including supervision and direction of front desk attendants, interacting with customers, facilitating registrations, and answering and routing incoming phone calls
Oversee all public sessions, including supervision and direction of skate guard staff and equipment, ensuring a safe and fun experience for all guests
In the absence of a presenting department staff member, supervise drop-in activities such as freestyles, stick and puck sessions, and pick-up hockey games to ensure all participants are registered, paid, and following general rink rules
Complete incident reports, engaging Security and informing Baptist Health IcePlex management team members as appropriate
Handle customer complaints, including appropriate routing and follow-up to ensure each complaint has been adequately addressed; utilize Task Manager in point-of-sale communications where applicable
Assist in providing locker rooms (keys for keys) and ensure each locker room is clean and orderly before returning keys
Operate music over ice surfaces and throughout the arena as needed
Debrief with all staff on duty at the beginning of each shift and as each staff member comes on duty
Observe programming, operations, and security needs or concerns; engage the appropriate department when necessary
Maintain a clean and organized front office; restock program flyers or business cards as needed and inform Front Desk Manager when new orders are required
Other duties as assigned